Customer & Partner Experience and Operations Manager

• Team leadership: Set response and resolution standards, coach team members and oversee case handling across email, WhatsApp, support forms and internal channels.
• Customer and partner support: Serve as the escalation point for complex cases and provide clear, timely updates to customers, merchants, partner banks and Relationship Managers.
• Transaction investigations and reversals: Supervise transaction checks and the Transaction Management System (TMS), validate reversal requests and coordinate with Finance and Technical Support to resolve failed, pending or disputed transactions and settlement queries.
• Records and controls: Maintain accurate case logs, escalation records and supporting documentation. Ensure compliance with approved procedures, internal controls and audit requirements.
• POS terminal tracking: Maintain accurate records of terminals deployed at merchant locations and provide Finance with the information required for invoicing.
• Performance reporting and improvement: Monitor response times, resolution times, reversal turnaround, transaction check accuracy, and customer and partner satisfaction. Identify recurring problems and work with relevant teams to address their causes.

Qualifications and Requirements

• Bachelor’s degree in Business Administration, Finance, Operations Management, Information Systems or a related field.
• At least five years of relevant experience in customer support, service operations, payments, banking, fintech or partner support, including experience supervising or managing a customer-facing team.
• Practical understanding of payment transaction flows, reversals, settlement and reconciliation.
• Ability to investigate issues using transaction records and explain findings clearly to customers, merchants, bank partners and internal teams.
• Experience using CRM or ticketing tools, transaction platforms, and Excel or similar reporting tools.
• Strong written and verbal communication, sound judgement and the ability to manage competing escalations.

Experience supporting merchants, banks or payment service providers in Ghana, with exposure to mobile money, card payments or merchant POS operations, is an advantage.

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